Why CCaaS Is the Right Choice for Omnichannel Flexibility

The days when voice was the only medium contact center operators had to worry about are gone. Today, you also need the ability to interact with customers through email, text and social media. That begs the question: Should businesses attempt to make this change using a premises-based system or move to a cloud-based contact center-as-a-service (CCaaS) approach?

Takeaways for Your Business

In this report you’ll learn:

• Why businesses need to fully support omnichannel
• The benefits of adding email, text and chat options to your contact center
• How the growing complexity of the contact center opens the door to specialized CCaaS providers

About the Author

Michael Finneran is a principal at dBrn Associates, a full-service advisory firm specializing in wireless, mobility and UC&C. Services include research, policy development, purchase analysis and security/ technology assessment. Finneran is widely recognized in the networking field, where he has worked for more than 40 years. He has published numerous research reports and white papers, and has provided technical assessment, market analysis and network design support to carriers, equipment manufacturers, investment firms and end users.

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